Desktop Support Engineer

Position Summary

The Level 2 Helpdesk Technician provides advanced technical support to end-users and ensures the effective operation of IT systems and services. This role combines day-to-day user support with responsibilities in account management, device deployment, asset tracking, security monitoring, and project participation.

Key Responsibilities

• Provide advanced technical support via phone, walk-up, remote session, or support ticket.
• Monitor, prioritize, and resolve service requests within defined SLAs.
• Perform onboarding and offboarding activities, including user account setup, access rights, and hardware/software provisioning.
• Manage identity, directory, and collaboration platforms (e.g., accounts, groups, permissions, email, and distribution lists).
• Prepare, image, deploy, and support desktops, laptops, and mobile devices.
• Utilize device management platforms to ensure consistency, security, and compliance across endpoints.
• Maintain accurate records of IT assets and coordinate logistics such as shipping and receiving hardware for remote locations.
• Monitor endpoint protection and security tools, investigate alerts, and assist in remediation.
• Adhere to IT policies, standards, and best practices to maintain system security and compliance.
• Collaborate with IT peers on technology initiatives and project tasks.
• Document technical solutions, updates, and recurring issues to expand the knowledge base.

Qualifications & Skills

Required:

• 2+ years of IT support experience (helpdesk, desktop support, or equivalent).
• Strong troubleshooting skills across Windows, and common enterprise applications.
• Experience with identity and directory services administration.
• Familiarity with collaboration platforms (email, calendaring, file sharing).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Knowledge of endpoint protection and security monitoring practices.
• Experience with device imaging, deployment, and lifecycle management.
• Strong communication and customer service skills.

Preferred:

• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications.
• Experience with enterprise device management platforms (MDM/EMM).
• Exposure to IT service management frameworks (e.g., ITIL).
• Experience in multi-site or enterprise-scale environments.

Work Environment

• Standard office environment with occasional travel to other NTS sites.
• May require evening or weekend work for projects or escalations.